Rta - Bilingual

Job Title:
RTA - Bilingual

**Job Description**:
Manage Real Time exceptions in a large call center environment
- Provide communication to and from Operations and other support departments for escalation of service-impacting issues
- Oversee call flow, real time, through workforce management tool(i.e. EIX).
- Monitor intra-day call and work volume as compared to forecast.
- Completes real time activities related to staffing -Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
- Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
- Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )
- Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
- Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
- Investigation of any deviations and enter exceptions in real time

Manage Real Time exceptions in a large call center environment
- Provide communication to and from Operations and other support departments for escalation of service-impacting issues
- Oversee call flow, real time, through workforce management tool(i.e. EIX).
- Monitor intra-day call and work volume as compared to forecast.
- Completes real time activities related to staffing -Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
- Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
- Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )
- Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
- Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
- Investigation of any deviations and enter exceptions in real time

**Location**:
BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements:
Time Type:
Full time
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